Technical Service and Support

Genlantis aims to provide you with high-quality innovative products and best possible technical support. We staff our Technical Service Department with experienced scientists who have extensive practical and theoretical expertise in biological research. You may contact Genlantis Technical Service by:

International customers, please contact your local Genlantis distributor.You may also leave a message at any time if you are unable to call during regular business hours. A Technical Support Specialist will normally return your call within 24 hours. A representative will normally reply via e-mail within 24 hours.

ORDERING INFORMATION

Orders can be placed online at our web site, by phone, fax or email.
Telephone orders may be placed Monday through Friday from 8:00 am to 4:30 pm, Pacific Standard Time.
Order method United States Outside United States
Internet www.genlantis.com www.genlantis.com

Our web site shopping card accepts only credit card orders.
Orders with a valid Purchase Order number are accepted by phone, fax or email. There is no minimum order requirement.
Prices are quoted in US dollars and are subject to change without notice. All orders are subject to final acceptance by Genlantis at the prices in effect at the time of shipment and are based on the sales terms and conditions that appear on a standard invoice from Genlantis or genlantis.com
For all orders customers must provide the following information to make order processing and delivery fast and accurate:
1. Customer name, phone and email address
2. Valid purchase order number or credit card number and expiration date
3. Billing address with attention line and contact information
4. Shipping address with attention line and contact information
5. Catalog number and description of the product
6. Quantity of product
7. Preferred shipment method if different from standard
8. FedEx or UPS account number if fright-collect shipment

SHIPPING CONDITION, SCHEDULE AND RATES

Genlantis is committed to handling all orders as efficiently as possible. Orders from within the continental United States are shipped overnight or second day delivery depending on the product shipping condition. All products requiring blue ice or dry ice shipping condition are shipped via standard overnight service. Room temperature items are shipped via second day delivery service.

Genlantis ships all US domestic orders within 24 hours of order receipt except for PrimaPure and NeuroPure line products. PrimaPure line products such as cryopreserved cells, cell media and cell culture reagents and flasks are shipped only on Mondays and Thursdays. NeuroPure rat and mouse live neuronal cells are shipped on Wednesdays for US orders and on Fridays for International orders. All PrimaPure and NeuroPure orders must be received by Genlantis 48 hours prior to shipping date.

Expedited shipment options are available and can be arranged on individual order basis by contacting Customer Service.
Shipping and handling charges are prepaid by Genlantis and added to the invoice. Customers may request their orders to be shipped on their account with the preferred forwarder (FedEx or UPS). For freight-collect orders, only handing charges will be added to the invoice ($10 for orders shipped at room temperature or $20 for orders shipped on blue and dry ice).
Bulk orders or orders with multiple items may require special handing and shipping charges. Please contact Customer Service for rates.

INTERNATIONAL SHIPPING CONDITION, SCHEDULE AND RATES

All International orders are shipped on Fridays via International Priority service. Please refer to Table 1 for International shipment condition. International shipment rates are product and country dependent and can be obtained by contacting Customer Service.

CUSTOMER SERVICE

Genlantis is committed to excellent customer service. If you have any questions or need assistance please call toll free 888-428-0558 or 858- 457-1919 extension 2 between 8 am and 4:30 pm Pacific Standard Time or you may email us at orders@genlantis.com

INCOMPLETE AND DAMAGED SHIPMENTS

If a shipment is incomplete, the customer must retain all shipping documents, containers, and packing materials and notify the Customer Service Department (888-428-0558 or 858-457-1919, extension 2) as soon as possible (no later than 5 business days after receipt). If a shipment is damaged, the customer should accept the shipment and retain all shipping documents, cartons, and packing materials for inspection. Any damage that was visible upon receipt should be noted on the waybill and reported to the Customer Service Department as soon as possible. Once a shipment has been released to the carrier, the purchaser becomes the owner of the goods and is responsible for claiming any damage. All questions and requests for assistance should be directed to the Customer Service Department.

RETURNS

Merchandise sent or billed due to an error by Genlantis may be returned for exchange or credit. Merchandise ordered in error by the customer may be returned for exchange or credit and will include a 20%-per-item restocking fee. Returns will not be accepted without prior authorization from Genlantis To receive a return authorization number (RA), customers must be ready to provide the following information:

1. Purchase order number
2. Order reference number
3. Catalog number and description of product
4. Lot number of product
5. Reason for return
6. Shipping date and receipt date

Returns requested for incorrect shipments must be authorized by the Customer Service Department (888-428-0558 or 858-457-1919, extension 2). All other return requests must be authorized by the Technical Service Department (888-428-0558 or 858-457-1919 extension 3). Genlantis will instruct customers on repackaging products for return. The package must include the name of individual, institution, phone number, and RA number inside the carton seal.

PRODUCT WARRANTY AND SATISFACTION GUARANTEE

Genlantis guarantees the performance of all products as described in the product literature. Should any product fail to perform satisfactorily as outlined in the protocol, Genlantis will replace it free of charge or credit the customerís account with the product purchase price. Genlantis reserves the right to change, alter, or modify any product to enhance its performance and design. If a product of Genlantis does not meet expectations, it may be returned for credit or exchange. The satisfaction guarantee is in lieu of any other warranties or guarantees, expressed or implied, arising by law or otherwise. Genlantis makes no other warranty, expressed or implied, including warranties of merchantability or fitness for a particular purpose. Under no circumstance shall Genlantis be liable for damages, either consequential, compensatory, incidental, or due to negligence, strict liability, breach of warranty, or any theories of use regarding the product sold by Genlantis. Any questions about product specifications or performance can be obtained by calling Genlantis at 888-428-0558.

PRODUCT USE LIMITATIONS

Genlantis agrees to provide you, the customer, with certain products only under the following terms and conditions. By your use of any of the products offered in this Product Catalog, you demonstrate your agreement with Genlantis regarding the following:

The Products are provided solely for the purpose of noncommercial in vitro and non-human in vivo research. You, the customer, hereby acknowledge that the Products HAVE NOT BEEN APPROVED FOR HUMAN USE. YOU AGREE NOT TO ADMINISTER ANY OF THE PRODUCTS TO HUMANS IN ANY MANNER OR FORM OR TO USE ANY PRODUCT FOR HUMAN DIAGNOSTIC OR THERAPEUTIC PURPOSES. You also agree not to use any of the Products commercially for any purpose whatsoever. Licenses for diagnostic, therapeutic or commercial use of the Products can be obtained directly from Genlantis.

You, the customer, agree to comply with all laws and governmental rules, regulations and guidelines that are applicable to the Products or the use thereof and with any safety precautions accompanying the Products.

These Product Use Limitations present the entire agreement between Genlantis and you, the customer, regarding the use of the Products and supersede all previous communications, representations, understandings and agreements, whether oral or written, by or between Genlantis and you with respect to the Products. No change, modification, extension, termination or waiver of any of these Product Use Limitations shall be valid unless made in writing and signed by a duly authorized representative of Genlantis